Customer Experience Manager

Ssg Philippines; Pasig; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

Support Services Group is seeking a Customer Experience Manager in the Philippines to champion service excellence across every touchpoint. You will design and lead training and quality programs that convert customer insights into consistent, empathetic experiences.

You will use data, coaching, and cross-functional collaboration to raise service standards, develop frontline talent, and embed a customer-centric culture across the organization.

Qualifications

• Bachelor’s degree or equivalent in CX, Training, Quality, or customer leadership.
• Experience using customer feedback and metrics to drive action.
• Proven coaching, leadership, and stakeholder-management skills.
• Analytical, organized, and highly customer-focused.
• Experience with CRM and feedback platforms is a plus.

Responsibilities

• Design and deliver training programs focused on empathy, communication, problem-solving, and service recovery.
• Monitor quality and service standards, identify gaps, and drive improvements.
• Analyze feedback and metrics to identify trends and opportunities.
• Provide coaching and development plans for frontline teams.
• Collaborate with HR, Operations, and other teams to embed CX standards.

Skills

Customer Experience

Training & Enablement

Quality Assurance

Coaching & Development

Cross-Functional Collaboration

Education

Bachelor’s degree in CX/Training/Quality or related

Tools

CRM

Feedback platforms

Job description

We’re looking for a Customer Experience Manager who will champion service excellence across every customer touchpoint. In this role, you’ll design and lead training and quality programs that turn customer insights into consistent, empathetic, and high‑quality experiences. You’ll use data, coaching, and cross‑functional collaboration to raise service standards, develop frontline talent, and embed a strong customer‑centric culture across the organization.

KEY RESPONSIBILITIES

Training & Enablement

• Design and deliver training programs focused on empathy, communication, problem‑solving, and service recovery.
• Continuously improve training based on performance data and customer feedback (NPS, CSAT, CES).
• Ensure training initiatives align with business goals and service standards.

Quality Assurance & Standards

• Establish and maintain service quality frameworks and evaluation guidelines.
• Monitor interaction quality, identify gaps, and drive corrective actions to improve consistency and compliance.

Performance & Insights

• Analyze customer feedback and operational metrics to identify trends and opportunities.
• Translate insights into actionable improvements in training, processes, and service delivery.
• Track and report the impact of CX initiatives.

Coaching & Development

• Provide structured coaching and action plans to frontline teams and leaders.
• Strengthen service recovery, soft skills, and accountability to build a customer‑centric culture.

Cross‑Functional Collaboration

• Partner with HR, Operations, and other teams to embed consistent customer experience standards across the organization.
• Support leadership‑driven CX and quality improvement initiatives.

QUALIFICATIONS

What we’re looking for:

• Bachelor’s degree or equivalent experience in Customer Experience, Training, Quality, or Customer Service leadership
• Strong experience using customer feedback and performance metrics to drive action
• Proven coaching, leadership, and stakeholder‑management skills
• Analytical, organized, and highly customer‑focused
• Experience with CRM and customer feedback platforms is a plus
  

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E‑commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.